CN102143017A - Service real-time monitoring method and system - Google Patents
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- CN102143017A CN102143017A CN2010105594281A CN201010559428A CN102143017A CN 102143017 A CN102143017 A CN 102143017A CN 2010105594281 A CN2010105594281 A CN 2010105594281A CN 201010559428 A CN201010559428 A CN 201010559428A CN 102143017 A CN102143017 A CN 102143017A
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Abstract
The invention relates to a service real-time monitoring method, which comprises the following steps of: 1, determining a service index to be monitored according to a real-time monitored service; 2, automatically monitoring the service index in real time, and generating a monitoring result; and 3, processing the real-time monitored service according to the monitoring result. The invention also relates to a service real-time monitoring system, which comprises a determination module, a monitoring module and a processing module, wherein the determination module is used for determining the service index to be monitored according to the real-time monitored service; the monitoring module is used for automatically monitoring the service index in real time, and generating the monitoring result; and the processing module is used for processing the real-time monitored service according to the monitoring result. In the service real-time monitoring method and the service real-time monitoring system, specific service capability indexes and indexes in the use of a customer can be monitored in real time, and the monitoring of cross-operator services can be realized.
Description
Technical field
The present invention relates to telecommunication service monitoring field, more particularly, relate to a kind of professional method of real-time and system.
Background technology
The at present existing technical scheme that is used for the telecommunication service monitoring is the supporting network operation management system.This system carries out " centralized monitor, centralized maintenance, centralized management " to platform component and application software etc., is primarily aimed at platform component, application software is concentrated monitoring, fault location and management.The main method of such scheme is that whether the function status of verification platform parts, application software is normal by modes such as regular heartbeat detection, periodic data collection, Real-time Alarm data collections.
There is following shortcoming in existing supporting network operation management system: the emphasis of (1) monitoring is whether function status is normal, pays close attention to not enough at aspects such as systematic function performance, client's service efficiency, client's stability in uses; (2) be primarily aimed at platform, system level is monitored, weak (for example: how many response times of service inquiry is at the monitoring capacity of aspects such as professional ability, customer experience impression, how many success rates of business handling is, how long can inquire detailed list etc. after the conversation); (3) manipulate the problem (as page fault, the response time is long etc.) that occurs in the process at the user, can only find, can not accomplish to find in real time and in time handle by mode later stages such as customer complaints; (4) original operation management system is confined to the business support system of certain operator, for the monitoring deficiency of cross operator business.
Summary of the invention
The technical problem to be solved in the present invention is, the concern to client's use aspect at the above-mentioned supporting network operation management system of prior art is not enough, can not find the defective of handling problems and can not realize the cross operator business in real time, provides that a kind of index at concrete professional ability and client's use aspect is monitored, monitoring in real time and the professional method of real-time and the system that can realize the monitoring of cross operator business.
The technical solution adopted for the present invention to solve the technical problems is: construct a kind of professional method of real-time, determine the operational indicator of needs monitoring comprising step: S1, according to the business of monitoring in real time; S2, described operational indicator is carried out auto-real-time monitoring, produce monitoring result; S3, the business of described real-time monitoring is handled according to described monitoring result.
In professional method of real-time of the present invention, described step S2 comprises: S21, when described operational indicator is the Web operational indicator, the page flow process of recording with playback Web business by integrated Web function monitoring instrument realizes auto-real-time monitoring.
In professional method of real-time of the present invention, described step S2 also comprises: S22, when described operational indicator is the gsm service index, the behavior by note cat simulation gsm service realizes auto-real-time monitoring.
In professional method of real-time of the present invention, described step S2 also comprises: S23, when described operational indicator is Web and GSM index, realize the auto-real-time monitoring of Web and gsm service by the abstract business interface on integrated Web function monitoring instrument, note cat and described integrated Web function monitoring instrument and the described note cat.
In professional method of real-time of the present invention, described step S3 comprises: S31, set corresponding relation between the desired value of described operational indicator and the described monitoring result in advance; S32, according to described monitoring result, be the processing of reporting to the police of poor graded business to described desired value, point out processing to described desired value for unusual other business of level, be that the business of normal level is carried out recording processing to described desired value.
The present invention also constructs a kind of professional real-time monitoring system, comprising: determination module: the operational indicator that is used for determining the needs monitoring according to the business of monitoring in real time; Monitoring modular: be used for described operational indicator is carried out auto-real-time monitoring, produce monitoring result; And processing module: be used for the business of described real-time monitoring being handled according to described monitoring result.
In professional real-time monitoring system of the present invention, described monitoring modular comprises: Web operational indicator monitoring means: be used for when described operational indicator is the Web operational indicator, record with the page flow process of playback Web business by integrated Web function monitoring instrument and realize auto-real-time monitoring.
In professional real-time monitoring system of the present invention, described monitoring modular also comprises: gsm service index monitoring means: be used for when described operational indicator is the gsm service index, by the behavior realization auto-real-time monitoring of note cat simulation gsm service.
In professional real-time monitoring system of the present invention, described monitoring modular also comprises: integrated service index monitoring means: be used for when described operational indicator is Web and GSM index, realize the auto-real-time monitoring of Web and gsm service by the abstract business interface on integrated Web function monitoring instrument, note cat and described integrated Web function monitoring instrument and the described note cat.
In professional real-time monitoring system of the present invention, described processing module comprises: setup unit: be used for setting in advance corresponding relation between the desired value of described operational indicator and the described monitoring result; And processing unit: being used for according to described monitoring result, is the processing of reporting to the police of poor graded business to described desired value, points out processing to described desired value for unusual other business of level, is that the business of normal level is carried out recording processing to described desired value.
Implement professional method of real-time of the present invention and system, have following beneficial effect: the monitoring that the index at concrete professional ability and client's use aspect is monitored, monitored and can realize the cross operator business in real time.
Combination by multiple monitoring method realizes the indirect analog user behavior, and real-time collecting business experience result with timely reflection telecommunication service implementation status, helps to advance quality of service to promote and optimization.Monitoring result is handled in real time, helped telecom operators to grasp service operation situation and client's real experiences situation in time, accurately, all sidedly, reduce customer complaint, thereby improve customer satisfaction.
Description of drawings
The invention will be further described below in conjunction with drawings and Examples, in the accompanying drawing:
Fig. 1 is the flow chart of first preferred embodiment of professional method of real-time of the present invention;
Fig. 2 is the flow chart of second preferred embodiment of professional method of real-time of the present invention;
Fig. 3 is the flow chart of the 3rd preferred embodiment of professional method of real-time of the present invention;
Fig. 4 is the flow chart of the 4th preferred embodiment of professional method of real-time of the present invention;
Fig. 5 is the flow chart of the 5th preferred embodiment of professional method of real-time of the present invention;
Fig. 6 is the structural representation of first preferred embodiment of professional real-time monitoring system of the present invention;
Fig. 7 is the structural representation of second preferred embodiment of professional real-time monitoring system of the present invention;
Fig. 8 is the structural representation of the 3rd preferred embodiment of professional real-time monitoring system of the present invention.
Embodiment
In order to make purpose of the present invention, technical scheme and advantage clearer,, the present invention is further elaborated below in conjunction with drawings and Examples.Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
In the flow chart of first preferred embodiment of the described professional method of real-time of the present invention of Fig. 1, described professional method of real-time starts from step 100; Proceed to step 101 after the step 100, determine the operational indicator of needs monitoring according to the business of real-time monitoring; Subsequently,, described operational indicator is carried out auto-real-time monitoring, produce monitoring result to next step 102; Subsequently, to next step 103, the business of described real-time monitoring is handled according to described monitoring result; This method ends at step 104 at last.With reference to eTOM (enhanced Telecom Operations Map: the business procedure framework telecom operation figure of enhancing), and the actual conditions of operator's existing business, analyze with the closely-related business of customer experience and (decide according to the concrete service conditions of operator, in general, need cover business realizing, professional guarantee, professional these 3 end-to-end flow processs of metering at least); In conjunction with the above-mentioned business procedure that analyzes, take out and the closely-related operational indicator of customer experience, for example: interactive efficiency (as the page response time), the frequency of makeing mistakes (as page success rate), professional promptness rate, the seriousness etc. of makeing mistakes.Then the above-mentioned operational indicator that takes out is carried out auto-real-time monitoring, generally adopt the testing technology of modelling customer behavior, real-time collecting business experience data produce monitoring result.At last trans-regional, comprehensive monitoring result is presented to the monitoring personnel, be convenient to supervision and planning that it carries out professional next step.The monitoring that professional method of real-time of the present invention is monitored, monitored and can realize the cross operator business in real time at the index of concrete professional ability and client's use aspect.
In the flow chart of second preferred embodiment of the described professional method of real-time of the present invention of Fig. 2, described professional method of real-time starts from step 200; Proceed to step 201 after the step 200, determine the operational indicator of needs monitoring according to the business of real-time monitoring; Subsequently, to next step 202, when described operational indicator was the Web operational indicator, the page flow process of recording with playback Web business by integrated Web function monitoring instrument realized auto-real-time monitoring, produces monitoring result; Subsequently, to next step 203, the business of described real-time monitoring is handled according to described monitoring result; This method ends at step 204 at last.At business such as the business handling of Web channel, service inquiries, the mode by integrated WEB functional test instrument realizes recording and playback of WEB page flow process.Specific as follows: the script by integrated WEB functional test instrument is recorded module, WEB page process is carried out whole process record, and preserve the script file that records; According to the needs of monitoring task, the scheduler module by integrated WEB functional test instrument will some relevant service scenarios be combined into a scheduling and it is set moves strategies such as frequency; By the operation module of integrated WEB functional test instrument, according to strategies such as operation frequency, automatically perform scheduling, and get access to the desired value of corresponding business index, finally produce monitoring result according to this desired value.
In the flow chart of the 3rd preferred embodiment of the described professional method of real-time of the present invention of Fig. 3, described professional method of real-time starts from step 300; Proceed to step 301 after the step 300, determine the operational indicator of needs monitoring according to the business of real-time monitoring; Subsequently, to next step 302, when described operational indicator was the gsm service index, the behavior realization auto-real-time monitoring by note cat simulation gsm service produced monitoring result; Subsequently, to next step 303, the business of described real-time monitoring is handled according to described monitoring result; This method ends at step 304 at last.At channel terminal usage behaviors such as GSM, GPRS, adopt the professional usage behavior of note cat analog subscriber.Specific as follows: as, on the basis of note cat equipment, to develop its peripheral routine at the conversation behavior of GSM channel.By peripheral routine the other side's number, the duration of call, failure are set and redial number of times, dial parameter such as time, and drive the note cat and dial accordingly in the predetermined time of dialing.And, be directly acquainted with support situation to operator's value-added service by operations such as simulation customization of value-added service and cancellations.
In the flow chart of the 4th preferred embodiment of the described professional method of real-time of the present invention of Fig. 4, described professional method of real-time starts from step 400; Proceed to step 401 after the step 400, determine the operational indicator of needs monitoring according to the business of real-time monitoring; Subsequently, to next step 402, when described operational indicator is Web and GSM index, realize the auto-real-time monitoring of Web and gsm service by the abstract business interface on integrated Web function monitoring instrument, note cat and described integrated Web function monitoring instrument and the described note cat; Subsequently, to next step 403, the business of described real-time monitoring is handled according to described monitoring result; This method ends at step 404 at last.Professional method of real-time of the present invention is realized the complexity monitoring of the multiple customer experience business of combination by the abstract business interface of integrated Web operational trials instrument, note cat and their correspondences.Along with being on the increase of user's request, telecommunication service is more and more diversified and complicated, professional channel occurs intersecting and is overlapping, be that handling of a certain business needs to cross over multiple modes such as the net Room, note, multimedia message, comprehensively carrying out particularly along with the 3G business, it is more general to stride the channel business, how to reflect in time that user's operating position and accurate fault location reason seem more important concerning operator.The testing tool of integrated miscellaneous service is just at this factor design with realize, specifically be in above two kinds of testing tools, abstract business interface to be set, can use more the complicated service logical relation to come modelling customer behavior integrated the making of integrated Web function monitoring instrument and note cat simulation by abstract business interface.For example:, realize the GSM conversation by note cat instrument and peripheral routine thereof; Talk-through is inquired about its detailed list by WEB functional test instrument, and checking is the extremely detailed time interval that singly checks out of record GSM talk-through (single inquiry promptness rate of promptly knowing clearly) also.
In the flow chart of the 5th preferred embodiment of the described professional method of real-time of the present invention of Fig. 5, described professional method of real-time starts from step 500; Proceed to step 501 after the step 400, determine the operational indicator of needs monitoring according to the business of real-time monitoring; Subsequently,, described operational indicator is carried out auto-real-time monitoring, produce monitoring result to next step 502; Subsequently, to next step 503, set corresponding relation between the desired value of described operational indicator and the described monitoring result in advance; Subsequently, to next step 504,, be the processing of reporting to the police of poor graded business to described desired value according to described monitoring result, pointing out processing to described desired value for unusual other business of level, is that the business of normal level is carried out recording processing to described desired value; This method ends at step 505 at last.Operator in time handles monitoring result after determining test service, operational indicator and carry out monitoring according to actual conditions.Concrete measure comprises: set up database in advance, configure corresponding relation between the desired value of operational indicator and the monitoring result in database; For desired value is bad rank, adopts note or lettergram mode notice monitoring personnel to the business procedure processing of reporting to the police; For desired value is unusual rank, the displaying of rolling in real time in page alarm zone, and the prompting monitoring personnel note; To described desired value is normal level, only service processing result is write down in order to checking.Monitoring result is handled in real time, helped telecom operators to grasp service operation situation and client's real experiences situation in time, accurately, all sidedly, reduce customer complaint, thereby improve customer satisfaction.
The present invention also constructs a kind of professional real-time monitoring system, in the structural representation of first preferred embodiment of professional real-time monitoring system of the present invention shown in Figure 6, described professional real-time monitoring system comprises determination module 1, monitoring modular 2 and processing module 3, and determination module 1 is used for determining according to the business of monitoring in real time the operational indicator of needs monitoring; Monitoring modular 2 is used for described operational indicator is carried out auto-real-time monitoring, produces monitoring result; Processing module 3 is used for according to described monitoring result the business of described real-time monitoring being handled.With reference to eTOM (enhanced Telecom Operatiots Map: the business procedure framework telecom operation figure of enhancing), and the actual conditions of operator's existing business, analyze with the closely-related business of customer experience and (decide according to the concrete service conditions of operator, in general, need cover business realizing, professional guarantee, professional these 3 end-to-end flow processs of metering at least); In conjunction with the above-mentioned business procedure that analyzes, determination module 1 takes out and the closely-related operational indicator of customer experience, for example: interactive efficiency (as the page response time), the frequency of makeing mistakes (as page success rate), professional promptness rate, the seriousness etc. of makeing mistakes.2 pairs of above-mentioned operational indicators that take out of monitoring modular are carried out auto-real-time monitoring then, generally adopt the testing technology of modelling customer behavior, and real-time collecting business experience data produce monitoring result.Last processing module 3 is presented to the monitoring personnel with trans-regional, comprehensive monitoring result, is convenient to supervision and planning that it carries out professional next step.The monitoring that professional real-time monitoring system of the present invention is monitored, monitored and can realize the cross operator business in real time at the index of concrete professional ability and client's use aspect.
In the structural representation of second preferred embodiment of professional real-time monitoring system of the present invention shown in Figure 7, monitoring modular 2 comprises Web operational indicator monitoring means 21, gsm service index monitoring means 22 and integrated service index monitoring means 23, Web operational indicator monitoring means 21 is used for when described operational indicator is the Web operational indicator, records with the page flow process of playback Web business by integrated Web function monitoring instrument and realizes auto-real-time monitoring; Gsm service index monitoring means 22 is used for when described operational indicator is the gsm service index, by the behavior realization auto-real-time monitoring of note cat simulation gsm service; Integrated service index monitoring means 23 is used for when described operational indicator is Web and GSM index, realizes the auto-real-time monitoring of Web and gsm service by the abstract business interface on integrated Web function monitoring instrument, note cat and described integrated Web function monitoring instrument and the described note cat.The using method of concrete Web operational indicator monitoring means 21, gsm service index monitoring means 22 and integrated service index monitoring means 23 and beneficial effect are specifically referring to described in second to the 4th embodiment of professional method of real-time.
In the structural representation of the 3rd preferred embodiment of professional real-time monitoring system of the present invention shown in Figure 8, processing module 3 comprises setup unit 31 and processing unit 32, and setup unit 31 is used for setting in advance corresponding relation between the desired value of described operational indicator and the described monitoring result; Processing unit 32 is used for according to described monitoring result, is the processing of reporting to the police of poor graded business to described desired value, points out processing to described desired value for unusual other business of level, is that the business of normal level is carried out recording processing to described desired value.After operator determined test service, operational indicator and carries out monitoring according to actual conditions, processing unit 32 was in time handled monitoring result.Concrete measure comprises: set up database in advance, setup unit 31 configures corresponding relation between the desired value of operational indicator and the monitoring result in database; Processing unit 32 is bad rank for desired value, adopts note or lettergram mode notice monitoring personnel to the business procedure processing of reporting to the police; Processing unit 32 is unusual rank for desired value, the displaying of rolling in real time in page alarm zone, and the prompting monitoring personnel note; 32 pairs of described desired values of processing unit are normal level, only service processing result are write down in order to checking.Monitoring result is handled in real time, helped telecom operators to grasp service operation situation and client's real experiences situation in time, accurately, all sidedly, reduce customer complaint, thereby improve customer satisfaction.
Adopt professional method of real-time of the present invention and system can reach following effect:
(1) emphasis of monitoring changes " paying close attention to professional ability and user experience " into from " paying close attention to platform and system " in real time, realizes monitoring at concrete professional ability, customer experience class index, has remedied the blank of existing scheme;
(2) can change the complaint handling afterwards of present telecommunication service into real-time monitoring, help telecom operators to grasp supporting network situation and client's real experiences situation in time, accurately, all sidedly, reduce customer complaint, thereby improve customer satisfaction;
(3) indirect analog user behavior, the real-time collecting business experience in time reflects operation information, helps to advance quality of service to promote and optimization;
(4) by data analysis, can accurately locate the customer experience problem in original cross operator business to professional physical examination result.
The above only is embodiments of the invention; be not so limit claim of the present invention; every equivalent structure transformation that utilizes specification of the present invention and accompanying drawing content to be done, or directly or indirectly be used in other relevant technical fields, all in like manner be included in the scope of patent protection of the present invention.
Claims (10)
1. a professional method of real-time is characterized in that, comprises step:
S1, the basis business of monitoring are in real time determined the operational indicator that needs are monitored;
S2, described operational indicator is carried out auto-real-time monitoring, produce monitoring result;
S3, the business of described real-time monitoring is handled according to described monitoring result.
2. professional method of real-time according to claim 1 is characterized in that, described step S2 comprises:
S21, when described operational indicator is the Web operational indicator, record with the page flow process of playback Web business by integrated Web function monitoring instrument and to realize auto-real-time monitoring.
3. professional method of real-time according to claim 1 is characterized in that, described step S2 also comprises:
S22, when described operational indicator is the gsm service index, the behavior by note cat simulation gsm service realizes auto-real-time monitoring.
4. professional method of real-time according to claim 1 is characterized in that, described step S2 also comprises:
S23, when described operational indicator is Web and GSM index, realize the auto-real-time monitoring of Web and gsm service by the abstract business interface on integrated Web function monitoring instrument, note cat and described integrated Web function monitoring instrument and the described note cat.
5. professional method of real-time according to claim 1 is characterized in that, described step S3 comprises:
S31, set corresponding relation between the desired value of described operational indicator and the described monitoring result in advance;
S32, according to described monitoring result, be the processing of reporting to the police of poor graded business to described desired value, point out processing to described desired value for unusual other business of level, be that the business of normal level is carried out recording processing to described desired value.
6. a professional real-time monitoring system is characterized in that, comprising:
Determination module (1): the operational indicator that is used for determining the needs monitoring according to the business of monitoring in real time;
Monitoring modular (2): be used for described operational indicator is carried out auto-real-time monitoring, produce monitoring result; And
Processing module (3): be used for the business of described real-time monitoring being handled according to described monitoring result.
7. professional real-time monitoring system according to claim 6 is characterized in that, described monitoring modular (2) comprising:
Web operational indicator monitoring means (21): be used for when described operational indicator is the Web operational indicator, record with the page flow process of playback Web business by integrated Web function monitoring instrument and realize auto-real-time monitoring.
8. professional real-time monitoring system according to claim 6 is characterized in that, described monitoring modular (2) also comprises:
Gsm service index monitoring means (22): be used for when described operational indicator is the gsm service index, by the behavior realization auto-real-time monitoring of note cat simulation gsm service.
9. professional real-time monitoring system according to claim 6 is characterized in that, described monitoring modular (2) also comprises:
Integrated service index monitoring means (23): be used for when described operational indicator is Web and GSM index, realize the auto-real-time monitoring of Web and gsm service by the abstract business interface on integrated Web function monitoring instrument, note cat and described integrated Web function monitoring instrument and the described note cat.
10. professional real-time monitoring system according to claim 6 is characterized in that, described processing module (3) comprising:
Setup unit (31): be used for setting in advance corresponding relation between the desired value of described operational indicator and the described monitoring result; And
Processing unit (32): be used for according to described monitoring result, to described desired value is the processing of reporting to the police of poor graded business, pointing out processing to described desired value for unusual other business of level, is that the business of normal level is carried out recording processing to described desired value.
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| CN102143017B (en) | 2013-11-06 |
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